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This article answers frequently asked questions about relationship analytics and health, and who knows whom in Dynamics 365 Sales.
Relationship analytics and health
Which data is used to generate relationship insights?
Basic insights:
Uses email, phone call, and appointments sent or received in Dynamics 365.
Enhanced insights:
Uses email, phone call, and appointments sent or received in Dynamics 365 and Exchange (if server-side synchronization is enabled).
What is the frequency of KPI updates?
Basic insights:
Updated in near real-time—as soon as a related activity is marked as completed in Dynamics 365.
Enhanced insights:
Updated every 24 hours.
What are the signals in relationship health?
Relationship health looks at activity, recency, engagement, and sentiment of activities between sellers and customers.
Can I influence the relationship health score?
An administrator can influence the relationship health score by changing the weight of activity types and the expected level of communications with customers. For more information, see Configure relationship analytics and health.
How are similar won deals identified?
Dynamics 365 Sales uses AI models to determine the factors that affect the identification of similar won deals. The factors might differ from organization to organization based on custom and out-of-the-box fields.
To view the fields that determine the similar won deals at that point in time, select the information icon corresponding to any section heading. A side pane opens with the field information.
Who knows whom
Why am I not seeing some of my colleagues in the who knows whom suggestions?
If you know that a colleague interacted with a customer but their information isn't shown in Who Knows Whom widget, it could be due to the following reasons:
Basic insights:
Displays up to five colleagues who contacted the customer the most through emails and appointments in Dynamics 365. Colleagues who contacted the customer by phone and those who had fewer interactions through emails and appointments aren't listed.
Enhanced insights:
It's possible that those colleagues aren't part of your Dynamics 365 org.
Which colleagues show up as connections?
How long does it take for suggestions to appear?
Basic insights: The solution provides who-knows-whom suggestions as soon as it has access to the email and appointment data in Dynamics 365.
Enhanced insights: After your Microsoft 365 admin provides consent, you start seeing the results within a day. However, the suggestions might not be complete right away because the system processes the data in batches over a period of four days.
Which colleagues show up as connections?
Basic insights: Colleagues who contact the customer most often through emails and appointments in Dynamics 365.
Enhanced insights: Colleagues who contact the customer most often through emails and appointments in Dynamics 365 and Exchange (if server-side synchronization is enabled).
How are the connections weighted?
Basic insights: Uses only frequency. The system weights connections based on the number of interactions through emails and appointments in Dynamics 365. It displays the top five users who interact most with the contact or lead.
Enhanced insights: Uses frequency and recency. If your administrator enables Exchange integration, the system weights connections based on recent and frequent interactions through emails or appointments.
Every seller sees the same set of introducers for a contact or lead.
How frequently is the data collected?
Basic insights: Collected in near real-time—as soon as a related activity is marked as completed in Dynamics 365.
Enhanced insights: After you enable server-side synchronization, Exchange data synchronizes based on the sync frequency set by your admin. For more information, see synchronization frequency.
What is the source for who knows whom data?
Basic insights: Emails and appointments sent and received in Dynamics 365.
Enhanced insights: Emails and meeting information in Dynamics 365 and Exchange. The source data comes from both services. You can use Exchange data only if you enable server-side synchronization. Learn more about how connections weighted.
Where are the insights from Exchange generated?
If you enable server-side synchronization, Dynamics 365 collects and stores the Exchange data. Insights come from the stored data in Dynamics 365.
Important
Microsoft 365 and Dynamics 365 each have their own service-specific licensing terms. The service-specific terms that apply depend on which service processes your data. For example, when a copy of your Microsoft 365 data is transferred to Dynamics 365, your Microsoft 365 data in that copy becomes Dynamics 365 data and the Dynamics 365 service-specific terms apply.